Manager, Communications - Channel Readiness

Brightspeed • Charlotte, NC

10d • Hybrid

About The Position

The Communications Manager for Channel Readiness is a leader in frontline Communications for the business. This position demonstrates leadership in supporting business goals through support of all frontline and support channels. In addition to creating daily and weekly communications to the Operations and Sales teams, they manage the coordination of all team huddle materials, and engagement efforts, as well as managing the knowledge bases for all channels. This position is responsible for partnering with the business units and working cross-functionally with Training, Marketing, Repair, and extended lines of business (a.k.a. channels) within Mass Markets to enable our frontline employees and vendor agents to deliver the best customer experience possible.

Requirements

• Excellent communication skills (oral and written).
• People Management (has a direct report)
• Telecom background a must
• Communication Manager experience
• Video Creation using Vyond and Adobe Premier Pro
• Bachelor’s degree or equivalent education and experience
• Expert in presentation development and public speaking/facilitation skills
• 5+ years’ experience developing communications strategies with multiple tactics including written and visual options
• 5+ years large-scale contact center operations experience, focusing on change management, program development and execution
• Demonstrated ability to develop successful communications across all levels of the organization
• Demonstrated project management skills; must have experience in establishing timelines, detailed reports, and executive summaries
• Must be proficient in Microsoft Excel, PowerPoint, Word, Adobe Design, and video creation/editing tools
• Ability to identify employee and customer experience gaps
• Ability to prioritize multiple tasks and meet critical deadlines
• Ability to communicate project needs to internal and external teams/vendors
• Ability to troubleshoot and self-resolve communications issues through networks and partnerships with SMEs
• Working knowledge of mass markets products and how that impacts the customer experience.

Nice To Haves

• Working knowledge of the Mass Markets products and procedures
• Working knowledge of Salesforce, automation tools, chat bots and digital platforms

Responsibilities

• Identify, justify, and prioritize communications opportunities associated with contact center, sales channel, and support interactions with customers, utilizing a variety of communication tactics to include online and printed materials, huddle topics and others as needed.
• Plan, develop and execute communications plans/campaigns which will support business initiatives and improve acquisition, solutions and saves behaviors.
• Identify communication needs within the various call center businesses through performance analysis and regular consultation with business managers.
• Manage Knowledge Base to support operations.
• Call Center Huddle Coordination on the training/comms side.
• Oversees Employee Engagement Efforts, Employee Survey.
• Develop and maintain inbound and outbound acquisition, chat, SMART, saves and digital experience content for communications delivery, driving performance and ensuring customer satisfaction metrics are attained.
• Support request intakes and reviews to ensure business owner needs are successfully completed.
• Collaborate with stakeholder organizations to ensure communications are aligned with corresponding support models and business adoption/operational readiness plans
• Drives continuous improvement practices across the organization by collaborating with key internal stakeholders.
• Establish partnerships with stakeholders to determine objectives and execute on communications
• Responsible for building and maintaining business relationships, which includes working with all levels and organizations of the company to maintain and provide status of key projects.
• Ensure strong partnerships with cross-functional organizations and engage with business units to create targeted, timely, and relevant communications.

Benefits

• We offer competitive compensation and comprehensive benefits.
• Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health.
• Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager